Customer Success Management Ic5
Vor 3 Tagen
**CUSTOMER SUCCESS MANAGER - BUSINESS APPLICATIONS**
**WORKING AT MICROSOFT**
Microsoft envisions a world where passionate innovators come to collaborate, envisioning what can be and taking their careers places they simply couldn’t anywhere else. This is a world of more possibility, more innovation, more openness, and sky’s-the-limit thinking - a cloud-enabled world.
Our mission is to empower every person and every organization on the planet to achieve more. This mission is ambitious and at the core of what our customers and employees care deeply about. We have unique capability in harmonizing the needs of both individuals and organizations. We deeply care about taking our ideals and vision global and making a difference in lives and organizations in all corners of the planet.
We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other’s ideas because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.
We are hiring
**CUSTOMER SUCCESS MANAGER for BUSINESS APPLICATIONS AT MICROSOFT**
Microsoft aspires to help customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and services. To this end, Microsoft continues investing in a dedicated Customer Success team that will successfully help Microsoft customers adopt Microsoft Cloud.
We are looking for a Business Applications Customer Success Manager (CSM), The CSM will drive successful adoption and expansion of Business Applications workloads within her/his accounts and Industry. The CSM role will collaboratively drive change management and adoption activities with key Business Decision Makers, help reduce implementation risk, drive usage of existing workloads, and identify opportunities in her/his accounts, help customers drive change in their organisations in relation to their Business Applications workloads.
The CSM is also a key part of our customer facing sales teams and will be called on frequently to leverage their deep knowledge of CRM, ERP, Power Platform to support sales growth.
The Customer Success Manager Business Applications role will enable our customers to realize business value from their investment and make our customers passionate advocates of Microsoft.
**Responsibilities**:
**Create Value for customers** by
- Working on use cases and business scenarios in the customer environment and in connection to customer needs
- Ensuring business outcomes are identified and agreed and then building a “success plan” with the identified objectives, stakeholders, milestones, risks and metrics needed to achieve them
- Understanding customer business, needs, strategy, competitive landscape, and industry to support customer success
**Drive Adoption and Usage** by
- Setting up and executing an action-oriented adoption Plan in alignment with the overall account team and strategy
- Challenging the customer when necessary and positioning the organization to deliver solutions that satisfy customer and market needs
- Leverage deep functional expertise to increase the customer’s usage of existing workloads in areas such as ERP; CRM, Microsoft Customer Insights and Power Platform
- Evaluating and validating customer's future needs, outlook, and outcomes by leading conversations with key stakeholders and business decision makers to open new business opportunities
- Teaming up with the extended account team and Partners to successful execution of the “success plan” via operational and execution excellence (eg process compliance, pipeline/engagements management,.)
- Leverages tools and programs to accelerate customer time to value
- Sharing and leveraging best practices and ideas in the wider internal and external community
**Guide Customer Strategy **by
- Building/maintaining/leveraging strong relationships with Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) within each customer to influence solution adoption
- Creating strong support for new opportunities and to secure their willingness to advocate on Dynamics and Microsoft’s behalf
- Integrating Change Management principles to help customer transforming and adopting Cloud and realizing Digital Transformation
**Qualifications**:
Basic Qualifications:
- Previous customer success experience with focus on Business Applications and SaaS
Preferred Experience, Skills, and Qualifications:
- Experience in both consulting and pre-sales is ideal.
- Experience in driving CRM or ERP or other Business Applications transformation in enterprises through effective change management and adoption highly preferred
- Industry Knowledge to drive specific and relevant business scenarios and business value realization
(eg: Public Sector, Manufacturing & Distribution, Health Care & Pharma, Financial Services
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